Refund, Return & Freshness Policy

1. Perishable Food Items (Produce, Eggs, Dairy, Bread, Meat & Seafood)

In compliance with USDA and FDA food safety regulations, we do not accept physical returns of perishable food items once delivered. However, if any perishable item arrives in unsatisfactory condition:

• Contact us within 48 hours of delivery.
• Take a photo of the item showing the issue.
• Email the photo along with your order number (e.g. #MOT-XXXXXX) to support@motsio.in or call our customer line at (646) 987-6543.

We will promptly approve your choice of an immediate refund or a free expedited replacement. You will be instructed to safely dispose of or compost the damaged item—you will never be asked to mail spoiled food back.

2. Shelf-Stable & Dry Pantry Goods (30-Day Policy)

For unopened, non-perishable pantry items (such as olive oils, raw honey, sealed dry goods, and kitchen accessories):

• Eligible for return within 30 calendar days of package delivery.
• Items must be unopened with original safety seals intact.
• Contact our support team to request a prepaid return label.

3. Stripe Refund Processing Timelines

When a refund is approved by our care team:

• The refund transaction is submitted to Stripe within 24 business hours.
• Depending on your banking institution (Chase, Bank of America, Wells Fargo, Citi, etc.), the credit will reflect on your card statement within 5 to 10 business days.
• For Cash on Delivery orders, refunds are issued via instant check, store credit, or direct bank transfer according to customer preference.

4. Restocking Fees

Motsio charges $0 restocking fees. We do not deduct penalty charges or restocking percentages from customer refunds.

5. Order Cancellation Window

Because same-day orders are packed rapidly to preserve freshness, cancellation requests must be phoned in to (646) 987-6543 within 1 hour of order submission. Once an order enters cold-pack assembly, it cannot be canceled.

6. Return Claims & Customer Support Center